Event Listings
Service Excellence – Delighting Your Customers

Why is this important?
What does it take to create positive service experiences with customers? In a globalised, competitive and challenging business environment, providing positive service experiences becomes one of the key factors that distinguish an organisation from its competitors and captures the mind share of customers.

To provide positive service experiences, service professionals need to understand their critical role as one of the pillars of service excellence. Excellent service professionals will help an organisation build a satisfied and loyal customer base, which translates to continued business from these loyal customers.

How will you benefit?
After the workshop, you will be able to:
- be aware of the 3 Pillars of Service Excellence
- discover your customer service orientation (CQ© Customer Quotient) and service mindset
- recognise the importance of customers’ wants and expectations for excellent service
- learn to be customer focus in their customer interactions
- understand the difference between Customer Satisfaction and Customer Loyalty
- understand the importance of service recovery for customer retention

What will you learn?
The Pillars of Service Excellence
- What’s are the Pillars of Service Excellence
- The service professional’s critical role as one of the supporting pillars in delivering positive service experiences for customers

Your CQ© & Excellent Customer Care Mindset
- What’s your CQ©? A personal assessment tool on customer service orientation and service mindset
- The benefits of activating your CQ© in customer interactions

Understanding Your Customers
- Who are My Customers?
- The service chain in our customer interactions
- Being customer focus in our customer interactions
- What is Customer’s Lifetime Value to the business?
- “What Do Customers Want Really?”
* understanding customers’ wants and expectations
* know the 5 customer satisfaction factors in excellent service
- Customer Satisfaction vs Customer Loyalty - knowing the differences

The 6-Step P.L.E.A.S.E. Process For Excellent Service And Beyond
- Using actions, gestures and tone for positive customer interactions
- “Turn off” language, forbidden phrases, unhelpful words and phrases
- The Power of Words - customer friendly phrases for positive interactions
- How to say NO professionally
- Active listening & good questioning strategies
- Explore solutions/alternatives to creatively meet customers’ needs
- Concluding interactions positively
- Follow-up to close the service loop
- Applying the P.L.E.A.S.E. steps

Who should attend?
Front-line executives, customer service executives, administrative staff, receptionists and any person who deals with customers face-to-face or over the telephone.

Event Date: 3 October 2017 - 4 October 2017 Contact Person: Ms Florence Quak
Venue: Singapore Management University, 90 Stamford Road, Singapore 178903 Email:
Country: Singapore Tel: 62204008

Registration Website: http://eontraining.com.sg/courses/public-courses/customer-service/service-excellence-delighting-your-customers/

Submitted by EON Consulting & Training Pte Ltd, Effective Outsource Networks on Tuesday, 3 October 2017 at 9:00 AM
Category: Business
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